Front Desk Agent

Sun Hill Properties Inc. • Los Angeles, CA, US, CA

26d • $23 - $25 • Onsite

About The Position

The Front Desk Agent is the first and last point of contact for guests, delivering a warm, personalized, and efficient experience from arrival to departure. This position manages check-in and check-out, reservations, guest accounts, and requests, and serves as the central link between guests and all hotel departments, including Housekeeping, Engineering, Bell/Valet, Food & Beverage, and Sales, to ensure every stay meets brand standards.

Requirements

• High school diploma or equivalent is required
• Exceptional guest service skills with a warm, polished, and professional demeanor
• Clear, courteous verbal and written communication skills, with the ability to interact confidently with guests, VIPs, and all hotel departments
• Proficiency with property management systems (PMS), credit card terminals, multi-line phones, and standard office software; ability to learn new systems quickly
• Accurate cash handling, payment processing, and basic math skills
• Ability to handle guest complaints calmly and diplomatically, using sound judgment and escalating when appropriate
• Strong attention to detail and the ability to multitask and maintain a sense of urgency during high-volume periods
• Ability to work effectively as part of a team and coordinate with other departments
• Commitment to guest privacy, data security, and hotel brand standards
• Dependable and adaptable, with the ability to work independently on overnight or low-staffed shifts
• Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.
• Must be able to bend, crouch, kneel, and twist in the work area.
• The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods.
• Must be able to maneuver around property.
• Must be able to sit for prolonged periods of time.
• Must be able to operate a computer, telephone, and copier.
• Must have manual dexterity to operate all office equipment.
• May include exposure to high levels of ambient noise for prolonged periods, must be able to perform essential job functions effectively in such conditions.
• All employees must maintain a neat, clean, and well-groomed appearance.

Nice To Haves

• Previous front desk or guest service experience in a hotel is preferred
• experience in a full service or branded property is a plus
• Bilingual is a plus

Responsibilities

• Greet every guest promptly and warmly, delivering a personalized arrival and departure experience in line with brand service standards
• Check guests in and out efficiently: verify identification and reservation details, confirm rates, room type, and length of stay, secure payment, issue room keys, and review final folios with guests
• Create, modify, and cancel reservations; manage room assignments, upgrades, special requests, and VIP, loyalty, and group arrivals
• Promote hotel outlets, amenities, and services, including restaurants, room service, valet, spa, and meeting space, and upsell room types when appropriate
• Answer the multi-line phone system in a courteous, professional manner; route calls, take accurate messages, and handle wake-up call requests
• Respond to guest requests, questions, and concerns; resolve complaints through service recovery and escalate to the supervisor or manager on duty when needed
• Coordinate with Housekeeping on room status, Engineering on maintenance requests, and Bell/Valet on luggage and vehicle needs to ensure seamless service
• Post charges, process payments, adjustments, and paid-outs accurately, and resolve billing questions in accordance with hotel policy
• Count and balance the assigned cash bank at the beginning and end of each shift and complete all required shift reports and closing procedures
• Read the logbook and shift notes at the start of each shift, and record and follow up on all guest, vendor, and team member requests
• Monitor arrivals, departures, and in-house reports throughout the shift to keep room inventory and guest information accurate
• Follow all key control, guest privacy, cash handling, and security procedures without exception, and respond to emergencies according to hotel procedures
• Keep the front desk, lobby, and back office clean, organized, and stocked with necessary supplies and materials
• Perform other duties as assigned by Management

Benefits

• Medical, dental, vision insurance
• 401(k) with company matching
• Complimentary Employee Meals
• Exclusive worldwide Hilton employee travel discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED